Mac-First IT Help Desk Pro

GRAIL; Durham (NC); Presencial; USD 42.000 - 52.000; Tempo integral

Resumo da vaga

GRAIL in Durham, NC is seeking an IT Help Desk Support Specialist to deliver exceptional technical support for a Mac-first environment. You will troubleshoot hardware, software, identity, and network issues and help maintain secure, reliable IT services across the organization.

You will participate in deployments, document processes, and contribute to knowledge base articles while supporting 24x7 operations and on-call rotations. A proactive, customer-focused approach is essential.

Qualificações

• 2+ years IT Help Desk or End User Support experience in a business environment.
• Experience supporting macOS or Windows operating systems and common business applications.
• Experience supporting Google Workspace, Microsoft 365, or similar enterprise productivity platforms.
• Basic understanding of networking concepts, including TCP/IP, DNS, VPN, and Wi-Fi.
• Strong troubleshooting, communication, and customer service skills.
• Ability to prioritize multiple support requests while delivering a high level of customer service.

Responsabilidades

• Serve as primary contact for employee technical support, resolving hardware, software, identity, and connectivity issues with a strong focus on customer experience.
• Troubleshoot and resolve hardware, software, operating system, identity, and application issues for Mac computers, ChromeOS devices, mobile devices, printers, and other workplace technologies.
• Support Google Workspace, Microsoft 365, Slack, Zoom, Zoom Rooms, and other business applications.
• Assist employees with network connectivity issues, including Wi-Fi, VPN, and remote access.
• Configure, deploy, replace, and refresh endpoint devices using established IT processes and endpoint management tools.
• Perform user onboarding, transfers, and offboarding, including account setup, equipment deployment, and access provisioning.
• Maintain accurate IT asset inventory and equipment records while following company policies and audit requirements.
• Escalate complex technical issues to the appropriate IT teams while keeping employees informed throughout the resolution process.
• Create and maintain knowledge base articles, troubleshooting documentation, and standard operating procedures.
• Participate in technology deployments, equipment refreshes, and other IT projects as assigned.

Conhecimentos

Troubleshooting

Customer service

Communication

Time prioritization

macOS & Windows support

Formação

Associate's or Bachelor's degree in IT/CS

Ferramentas

Google Workspace

Microsoft 365

Jamf

ServiceNow / Jira / Zendesk

Descrição da vaga

GRAIL in Durham, NC is seeking an IT Help Desk Support Specialist to deliver exceptional technical support for a Mac-first environment. You will troubleshoot hardware, software, identity, and network issues and help maintain secure, reliable IT services across the organization.

You will participate in deployments, document processes, and contribute to knowledge base articles while supporting 24x7 operations and on-call rotations. A proactive, customer-focused approach is essential.